Leon Casino - Player cannot redeem loyalty points.

Hi, I have been trying to redeem my loyalty points at Leon Casino for several months, and I have spoken with Customer Service multiple times but haven't received any answers as to why I can't redeem my loyalty points without any explanation. I have no idea why I am unable to do so since they say their "security team" has made this decision and cannot say how long or when the "stop" will end.

I also never received any warning that this could happen or even why.

They just say that the decision to deny me access has been made by the security team and could be changed at some point in the future.

I have never been able to redeem loyalty points, not even from the beginning.

I have asked to speak with the security team but have never been able to, and if they were supposed to contact me, they never have.

My account is verified. What can be done?

Dear Elina3292,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Other than the availability of loyalty points, is your casino account fully accessible to you? Are you able to deposit, withdraw, and play?
• Does the 8800kr represent the value of the loyalty point associated with your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

yes I haven't had any other problems with the account but found that my level within my account, player level that it is suddenly at the lowest level

Yes, the loyalty points correspond to 8,800 Swedish kronor

Thank you very much, Elina3292, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Elina3292,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Leon Casino team,

Could you please state a reason why the player's account was restricted from redeeming loyalty points and/or when the restriction might be lifted? Where is the problem?

If we are talking about consequences after a possible breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If it suits you better, feel free to send the necessary details/evidence to my email address (branislav.b@casino.guru).

Hello Casino Guru Team,

We have unblocked the exchange of loyalty points for the player.

The account was initially flagged as suspicious by our security department, which led to the restriction. This restriction is no longer applicable and should have been lifted much earlier. We will analyse this case to improve coordination between our support and security departments.

We apologize for the inconvenience it caused to the player.

Best regards,

Alexander

Leon Compliance Officer

Great! Thank you for your response and the update, Alexander and Leon Casino.

Dear Elina3292,

Can you please confirm the above-stated, and that your issue was resolved? Can I consider the matter closed?

it's solved!

Thank you, Elina3292, for confirmation and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Alexander and Leon Casino, for your help and cooperation!

Best regards,

Branislav, Casino.guru